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madbakerI started writing this, but was too pissed off to frame a coherent post. With a day's remove, I can complete it. Tech support stupidity follows.
Our old printer was jamming regularly when scanning. It was a mechanical issue that perhaps could have been fixed, but it wasn't worth it - I never liked it much as the ink was water-soluble, and it was old enough that the company hadn't supported the software for at least five years. So after some research, we bought a new black-and-white laser printer.
It arrived, the wife connected it, we had no issues connecting to the laptop and to the phones. We printed a test page and it was fine. Until... it said it needed to "update firmware." I started the process and the printer bricked. It was stuck in "download mode" and apparently doesn't have the equivalent of a hard reset.
The wife called the tech support line, waited on hold for well over an hour, and was told that getting a cable to connect to the laptop would solve the issue. She did, and found out the tech told her the wrong cable. I was eventually able to get the right one and connected... and the message changed. To "download mode, USB connected." That was the sole difference.
I called the tech support line again, and only ("only") had to wait 40 minutes. The tech actually gave me the "have you tried turning it off and turning it on again" speech. She said that they had no further options, and that I would have to return it and get a refurbished model. Which I refused, because we bought the damn thing new and I wasn't going to pay full price just because of a (apparently common) bug they never bothered to fix.
I escalated to a supervisor, who promised she would send me a new one. I vented at her for a bit about how stupid this was, and asked if I would just get this problem again with the new one. She... gave me a non-answer. So when the replacement is supposed to arrive Tuesday, I guess we will see. If we do, I will be returning it for a full refund and will not buy from them again.
Our old printer was jamming regularly when scanning. It was a mechanical issue that perhaps could have been fixed, but it wasn't worth it - I never liked it much as the ink was water-soluble, and it was old enough that the company hadn't supported the software for at least five years. So after some research, we bought a new black-and-white laser printer.
It arrived, the wife connected it, we had no issues connecting to the laptop and to the phones. We printed a test page and it was fine. Until... it said it needed to "update firmware." I started the process and the printer bricked. It was stuck in "download mode" and apparently doesn't have the equivalent of a hard reset.
The wife called the tech support line, waited on hold for well over an hour, and was told that getting a cable to connect to the laptop would solve the issue. She did, and found out the tech told her the wrong cable. I was eventually able to get the right one and connected... and the message changed. To "download mode, USB connected." That was the sole difference.
I called the tech support line again, and only ("only") had to wait 40 minutes. The tech actually gave me the "have you tried turning it off and turning it on again" speech. She said that they had no further options, and that I would have to return it and get a refurbished model. Which I refused, because we bought the damn thing new and I wasn't going to pay full price just because of a (apparently common) bug they never bothered to fix.
I escalated to a supervisor, who promised she would send me a new one. I vented at her for a bit about how stupid this was, and asked if I would just get this problem again with the new one. She... gave me a non-answer. So when the replacement is supposed to arrive Tuesday, I guess we will see. If we do, I will be returning it for a full refund and will not buy from them again.
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Date: 2025-03-16 05:44 pm (UTC)no subject
Date: 2025-03-18 10:28 pm (UTC)